Customer Services Advisor - Cardiff 272R
HM Revenue and Customs
Apply before 11:30 am on Friday 30th September 2022
Type of role
Number of posts
We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
At HMRC we have a vital purpose. We help people pay their tax and provide financial support to families and individuals. We make sure money is available to fund the UK’s public services such as hospitals and schools. We make it easy to get tax right and hard to bend or break the rules.
This is essential work, and our telephony and digital services support customers on behalf of the entire department – handling more than 50 million customer calls and answering around 15 million items of customer correspondence every year.
We are one of the largest organisations in the UK and it’s important that everyone working for us feels valued. We pride ourselves on our diverse and inclusive working culture.
If this sounds like you, then you could be the Customer Service Advisor that we're looking for. You’ll be the first point of contact for our customers, providing a first-rate service primarily by phone, also dealing with letter, email and webchat correspondence.
You’ll deal with a range of different customer enquiries and questions, aiming to resolve these first time. No experience is necessary as we’ll fully train you. Our job is to support you while you support our customers.
It’s your enthusiasm, helpful manner and willingness to learn that we need. As this is mainly a telephony role, we would like you to feel comfortable chatting on the phone, writing up notes and be keen to help others.
You'll join a friendly and welcoming team, who will help you reach your potential. This is a great role to start your career with us here at HMRC, giving you real opportunities to progress and develop your career with us or the wider Civil Service if you choose. See what it’s like to work at HMRC: find out more about us or ask our colleagues a question
We work a variety of shifts to make sure we’re able to help customers when they need us.
You will work up to 37 hours per week, covering various shifts between 7:45 am and 8pm, Monday to Saturday.
You will work a maximum of one evening shift per week (which will finish at 8pm at the latest) and a maximum of six Saturdays a year.
We recognise the importance of flexibility for our staff, so where your role is suitable you will be able to work from home for two days a week (sometimes more if the business agrees) if this works for you. This includes late and weekend shifts.
You can ask to work part time, although - depending on business area - we can’t promise your request can always be accommodated. (Part time is a minimum of 25 hours per week covering variety of shifts. Pay and annual leave will be pro-rata if we can agree your request.)
• Great communication skills – both verbal and written
• Dedication to providing a brilliant service for our customers
• That you are comfortable handling different types of conversations at pace
• Ability to provide information quickly and clearly
• Can-do attitude and a real passion for supporting people
• Your ability in maths and that you can do basic calculations
We’re striving to be the best customer service organisation in the UK and we need enthusiastic people to help us achieve this.
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
• Excellent training and career progression
• Competitive pensions
• Learning and development tailored to your role
• A culture encouraging inclusion and diversity
Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.
Selection process details
To help you prepare, below is a rundown of what to expect during the selection process:
• Eligibility form
• Customer Service Skills Test
• Application form
• Video interview
After the eligibility form you’ll be asked to do a Customer Service Skills Test (CSST).
Guidance and details on how to access the test will be given to you before you take it. Please allow yourself plenty of time to complete it, as they will be no technical help or guaranteed assistance after 8:00 am on the closing date.
Please complete the online test as soon as possible (within 24 - 48 hours is recommended), the closing date for the test is 11:30 on 30/09/2022. If you fail to complete the online test before the deadline your application will be withdrawn.
Guidance for the test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.
Once you have submitted your application and CV/employment history, you will be invited to a pre-recorded interview within 3 days. We will send you full instructions on how to access it, what ID you’ll need to show us and what it involves. Please read through these carefully, it will help you to be fully prepared.
After you receive your interview invite, you’ll have 7 days to complete and submit the interview. If you won't be able to do this in time, please contact us with your reasons before the deadline at firstname.lastname@example.org. Unfortunately, if you don't contact us in time your application will be withdrawn.
The attached candidate pack has more information about the application process.
Interview dates to be confirmed.
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: email@example.com Use subject line to insert appropriate wording eg Please re-open my application - 235438 & vacancy closing date 30/09/2022.
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.
Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.firstname.lastname@example.org stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.
HM Revenue and Customs has made significant progress with its plans to locate in 14 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.
These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford.
In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.
We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.
For more information please contact the vacancy holder.
Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)
New entrants are expected to join on the minimum of the pay band.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.
Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here
HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via email@example.com as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Feedback will only be provided if you attend an interview or assessment.
Working for the Civil Service
Contact point for applicants
Job contact :
- Name : CSG Recruitment Team
- Email : firstname.lastname@example.org
Recruitment team :
- Email : email@example.com